Job Description

OVERVIEW OF ROLE: To ensure the customer is always serviced first and receives the type of attention that makes them want to do business with Ward. To grow our business through customer retention while balancing costs by performing clerical duties efficiently. To support operations and sales in accordance with service center's Desired State.

Ward Trucking LLC is currently accepting applications for a Casual Customer Clerical Support Associate in anticipation of upcoming or future growth opportunities.

Every morning review Report FRR333 - Non Credit Report. The report is used to look for billing errors, cash only customers and determine if a shipment can be charged

Call all customers on Report FRR067P - DRC/COD Payments Not Picked up at Delivery informing them of our payment terms. All calls should be recorded on the freight bill.

Serve customers by coordinating problem resolution between customers, territory sales managers, and operations personnel. Resolve problems in a timely manner, enter information in the Customer Feedback Log, communicate resolution to all parties involved and check customer satisfaction level with the way it was handled.

Expedite and trace shipments, correct errors in freight billing, provide rate quotes as requested by customers. Coordinate expedited service when necessary through Customer Service Manager or Customer Service Supervisor.

Direct calls on O S & D issues from customers and / or P & D drivers to the service center's O S & D Specialist or assigned back up person using guidelines provided by Customer Service Manager.

Support service center driver / sales huddle plans as well as local business development plan.

Process customer requests for pickups, proof of delivery, bill of lading in a timely manner.

Provide internal customer service to personnel from other service center locations.

Clerical Support Responsibilities

Create daily P & D driver delivery manifests with speed and accuracy so as not to delay drivers from beginning their run on time.

Count, verify and place cash in safe place when checking in drivers. Attach COD checks to corresponding delivery receipt to be sent in to Altoona. Verify checks, list separately on cash report and put in safe place. Accurately prepare cash settlement sheets and bank deposit slips.

Enter all deliveries into the computer, along with delivery exceptions, customer signature, time in and out, and amount of money collected.

Fax bills to Central Billing Department on a timely basis and be available to answer questions that central billers may have about bills.

Accurately create billing for locals, specialty bills, and those that cannot be faxed for various reasons so that they are done early enough for dock workers to handle.

Copy bills of lading for Revenue Accounting as needed and send them in daily so that customers can be billed promptly with the documentation they require.

Prepare linehaul manifests to dispatch linehaul drivers. All linehaul driver envelopes are to include: trailer number, Pro number of one shipment on the trailer, road driver's name, tractor number, seal number, weight, driving (route) instructions and any hazardous placards that may be required (if applicable). All linehaul driver envelopes should contain a copy of the stacking report, road manifest (if available) and any packing slips that accompany shipments on the trailer.

Cooperates with others and willingly puts forth effort to achieve Company goals. Establishes and maintains good working relationships with other team members.

O S & D Accountabilities:

Daily checks all stripping manifests from previous day for any overages or shortages.

- If over or short, does a freight bill inquiry for any exceptions posted at the

destination service center.

- Checks original bill of lading to verify number of pieces shipped.

- If short, calls shipper to see if freight was left on shipper's dock.

- If over, calls shipper for corrected bill of lading.

Daily enters correct codes for pickup exceptions from the previous day in Truck Check Entry screen of computer.

Daily clears all O S & D freight brought back by the drivers the previous day. All freight put in designated O S & D area and labeled either as "Over Freight" using white label or as "Driver Return" using green label

Orders and maintains sufficient supply of all colored O S & D labels and make them easily accessible to driver and dock personnel.

Fully support all technologies and processes, introduced by Ward, that are intended to improve efficiencies and/or the customer experience. Support would include adherence to training programs, guidelines and processes associated with these systems.

Job Requirements

REQUIREMENTS:

Must be customer focused with good people skills.

Must have excellent communication skills and basic knowledge of telephone etiquette.

Must have previous clerical experience in a business atmosphere.

Proficient data entry skills with attention to detail.

Previous experience in the motor carrier industry is desirable.

Ability to work required hours (night shift, overtime if applicable) and travel if necessary.

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.